Managing Director
Innovators League
Total des années d'expérience :30 years, 4 Mois
- Developed full fledge innovation strategies for leading entities in the region.
- Developed & delivered a fully interactive Innovation workshop to hundreds of executives in the region.
- Developed & registered novel innovation ideas in more than one IPO.
• Launched for the first time in the world the Fertility Loan positioning the bank as the most innovative & gaining worldwide recognition.
• Launched a pioneer online regional loyalty program rewarding several types of products & operations.
• Developed & executed a detailed Bancassurance strategy & plan of action leading to a 157% sales growth from the annual target.
• Implemented a state of the art electronic banking services in a short period offering convenience to customers through e-delivery channels.
• Developed & started implementing a 3 years CRM strategy for the Group.
• Implemented an interactive call center built on the latest Cisco system connected to the Microsoft Dynamics CRM conducting Inbound, outbound calls & customer surveys.
• Launched the professional certificates loan in collaboration with the order of engineers in Lebanon as an acquiring strategy.
• Automated the marketing departments' activities on CRM Microsoft Dynamics as a pioneer in the region.
• Launched for the first time in Lebanon the SMS Account as a pioneer product in the Lebanese banking sector.
• Launched 5 new Bankassurance products leading the bank to the best sales performance award during 2006 among top ten Lebanese banks.
• Trained & managed the branches network employees on retail banking & excellence in customer service in order to spread the retail culture.
• Developed & implemented the Internet, Phone and SMS banking as a full fledge electronic banking services.
• Developed & implemented the branches management division with a 3 years strategy focusing on increasing the average order size of the existing customers.
• Crafted a sales management plan for Bankassurance products in collaboration with Allianz- SNA that contributed to record sales growth that grew from 331 policies in 2003 to 1418 within 7 months during 2004.
• Revamped a special product for "Public Sector Employees" thus attracting new accounts that reached more than 10, 000 increasing customer retention & doubling deposits & loans.
• Developed & launched a "Customized Private Sector Package" which sold more than 1120 new accounts within 4 months.
• Developed in collaboration with the HR department a comprehensive "Customer Service Representative" program comprising new training, hiring practices as well as pertinent targets / incentives schemes to boost customer service & retail activities.
• Trained & masterminded branches sales efforts increasing cross selling rate from a 1.1 ratio to over 2.0 in most branches within the bank.
Head of CRM Unit
• Applied the CRM readiness assessment test on a representative sample of 1500 customers successfully, yielding a record 94% response level.
• Built a Data warehouse with a 360º customer view.
1998-2000
Société Générale de Banque au Liban sal
Customer service officer
• Rotated in all the branch operations: Forex, bills, transfers, current account transactions etc.
• Worked on building the customer database as a preparatory phase for CRM.
• Promoted retail and investment banking products.
Farid Gebran: Major Lebanese Auditing Firm
• Auditor - Comprehensive audit of three Major companies.
Walden University, US Degree: Doctorate of Business Administration, 2017.
European School of Management- ESCP- EAP, Paris Degree: Masters of science in Marketing & Communication, 2008.
Ecole Supérieure des Affaires- ESA, Beirut Degree: Masters of science in Marketing, 2007.
Newport University, US Degree: Masters of Business Administration, 2001.
4 Years of Study in Finance & Accounting.